This tab allows you to configure settings that control how financial/monetary call statistics are calculated, which is done by assigning estimated sales order or monetary values to successful inbound & outbound calls, as well as specifying a call strike rate as the number of calls per sale/order. Note that the tab is not displayed for the ACD / DND Activity Log, ACD N/A Code Usage, and External Content (Via URL) report style types.


Average Order Value

(Inbound Calls)


Enter in a currency value that represents the approximate monetary impact achieved when an inbound call generates an actual distinct sale or order.

Strike Rate (Calls Per Order)

(Inbound Calls)

Specify a numeric value that represents the estimated call strike rate. This is interpreted by the financial statistic calculation logic as the actual number of inbound calls required to achieve an individual sale/order value.


For example, if it takes 3 inbound calls on average to achieve one sale, enter in a value of 3. If the average number of inbound calls required per order is between 3 and 4, specify a value of 3.5.

Average Order Value

(Outbound Calls)

Enter in a currency value that represents the approximate monetary impact achieved when an outbound call generates an actual distinct sale or order.

Strike Rate (Calls Per Order)

(Outbound Calls)

Specify a numeric value that represents the estimated call strike rate. This is interpreted by the financial statistic calculation logic as the actual number of outbound calls required to achieve an individual sale/order value.


For example, if it takes 8 outbound calls on average to achieve one sale, enter in a value of 8. If the average number of outbound calls required per order is between 9 and 10, specify a value of 9.5.


The above is a high-level overview for each section of the ACD Codes tab. For a detailed explanation for each option press the F1 key, or press the Help button, from the ACD Codes tab.